Emergency Roadside Field Representative

About the role

The Auto Club Group (ACG) is seeking an Emergency Roadside Service (ERS) Field Representative to join our team. This role represents the interest of the Club within the contractor network, plays a critical role in the adoption of AAA programs, and manages the overall satisfaction of members with ERS issues.

Responsibilities

• Travel across the network, visiting contractors to build relationships, discuss their performance, provide advice, and help contractors fulfill AAA programs that will enhance efficiency and increase member satisfaction.
• Analyze metrics and determine where and when additional contractors are needed in a territory.
• Screen and evaluate potential contractors; assess and ensure that facility requirements are met and a high quality of service will be provided.
• Act in a consultant manner to represent the interests of the Club.
• Facilitate filing and completion of all AAA contracts and requirements.
• Orient new contractors with regard to AAA / ACG operations, procedures, performance metrics and compensation.
• Coordinate training for employees of new contractors on procedures and member service expectations.
• Enhance contractor business performance by conducting regular contractor visits to build relationships and reinforce AAA programs.
• Monitor and review contractor Key Performance Indicators (KPIs) and ensure maintenance of automotive standards.
• Manage costs per call, discussing potential reasons for high / low KPI scores and trends.
• Develop and document action plans to help contractors improve performance.
• Adjust contractor territories to optimize response times and coverage.
• Manage contract renewal processes.
• Provide recognitions for contractors exceeding goals and member expectations.
• Resolve member complaints and claims received from member service representatives or other ACG staff.
• Conduct investigations on high priority claims.
• Conduct required mediation and arbitration necessary to ensure effective resolution.
• Complete administrative duties related to providing elevated ERS assistance during emergency or challenging weather situations.
• Research industry best practices, new developments and technologies.
• Seek opportunities to promote products and educate the public.
• Coordinate contractor group meetings to gather feedback, discuss relevant issues or share best practices.

Qualifications

• Possess a High School Diploma or equivalent (GED).
• Have 3 or more years of directly related automotive or customer service experience and past experience successfully coaching and developing others.
• Experience analyzing causes of problems based on financial statements and metrics, as well as, developing and recommending solutions.
• Experience with communicating and advising facility owners, customers or members regarding standards, policies and procedures.
• Experienced with resolving member/customer service issues.
• Strong interpersonal and communication skills, including ability to build rapport and trust, understand different personalities and strengths in others, and modify approach accordingly.
• Complaint management, negotiation and conflict resolution skills.
• Working knowledge of Microsoft applications (e.g. Word, Excel, PowerPoint).
• Automobile maintenance and operation.
• Certifications / Licensures: Valid state driver’s license and excellent driving record without physical restrictions preventing driving during day or night hours or for extended periods of time.
• Able to successfully pass DOT physical / certification process.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Accounting, Communications or a related field.
• Technical training in automotive repair and previous experience in the automotive industry.

Benefits

In addition to a competitive starting salary, ACG offers excellent and comprehensive benefits packages, including:

• Annual salary starting between $65,000 and $75,000/yr. Pay rate will be determined based on experience and may exceed starting rate.
• Fully paid training.
• Medical, dental and vision benefits.
• 401k with employer match.
• Paid parental leave and adoption assistance.
• Paid Time Off (PTO), company paid holidays, CEO days and floating holidays.
• Paid volunteer day annually.
• Tuition assistance program, professional certification reimbursement program and other professional development opportunities.
• AAA Membership Discounts, perks, rewards and much more.

How we reward our employees

ACG offers a competitive starting salary, along with a range of benefits designed to support your well-being and growth. We believe in rewarding our employees fairly and equitably based on their performance and contributions to the organization.

Who We Are

Join a company that truly cares about both its members and employees. As a member of the AAA family, you'll be part of a dynamic organization dedicated to providing quality service and helping our members enjoy life's journey through insurance, travel, financial services, and roadside assistance.

Work Environment

Frequent travel required (up to 75% of work time) with exposure to road hazards and temperature extremes. This role requires frequent travel and exposure to various environments, so strong physical fitness and adaptability are important.